Ujala Vijayalaxmi Mangru
Ebene,Mauritius
Summary
Dedicated Customer Service Speciatat providing skills to prioritize and multi-task is fast paced working environment Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer sport issues Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success History managing large amounts of inbound cats and sustaining satisfactory relationships with customers Offers skill with CRM systema pered with outstanding active listening and making abilities
Overview
9
9
years of professional experience
Work History
Customer Service Representative
(Aviation)
Port-Louis, Mauritius
11.2024 - Current
- Assisted customers with flight bookings and itinerary changes.
- Resolved customer inquiries regarding baggage policies and fees.
- Provided support for ticketing systems and travel management software.
- Create flight bookings on Amadeus
Customer Service Representative
Movate LTD
Ebene, Mauritius
06.2022 - 02.2024
- Answering customer inquiries and provided accurate information regarding products and services
- Providing excellent customer service to resolve customer complaints in a timely manner
- Gathering customer feedback through surveys and used the data to improve customer service
- Answering incoming calls and emails, providing frontline customer support or assistance with product and service transactions
- Remaining calm and professional in stressful circumstances and effectively diffused tense situations
- Answering inbound calls, chats and emails to facilitate customer service
- Demonstrating excellent communication skills in resolving product and consumer complaints
- Developing strong customer relationships to encourage repeat business
- Providing outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- De-escalating problematic customer concerns, maintaining calm friendly demeanor
- Consulting with customers to resolve service and billing issues
Technical Support Agent
Concentrix
Ebene, Mauritius
11.2021 - 06.2022
- Providing technical assistance to customers via phone, email and online chat
- Assessing customer inquiries to determine the best course of action for resolution
- Creating detailed documentation of customer interactions and troubleshooting steps taken
- Resolving network connectivity issues by resetting modems and routers
- Performing remote diagnosis and repairs on computers with operating system problems
- Evaluating user needs to recommend appropriate hardware solutions
- Verifying that proper security measures were implemented on all procedures
- Configuring new laptops for users following company standards
- Diagnosing complex technical problems related to computer networks, systems and applications.
- Updating knowledge base articles with new information regarding products and services offered by the company.
- Identifying potential risks associated with product usage in order to provide proactive support solutions
- Managing multiple customer requests simultaneously while maintaining a high level of customer service
- Developing custom scripts to automate routine tasks in order to improve efficiency
- Providing guidance on software installation techniques as well as basic computer operations
- Resolving customer issues by explaining self-help techniques that resulted in minimal personnel involvement
- Answering inbound call to reduce call waiting
KYC Analyst
Concentrix
Ebene, Mauritius
05.2020 - 05.2021
- Reviewing customer documents and information to ensure compliance with KYC regulations
- Verifying customer identity using public records, financial databases, and other resources
- Analyzing customer data to identify suspicious activity or potential money laundering schemes.
- Completing KYC quality checks
- Process and amend customer records
- Scheduling appointments for video conference with owner of property
- Handling customers refusal for video conference
Customer Service Representative (JustEat)
Concentrix
Ebene, Mauritius
11.2018 - 05.2020
- Answering customer inquiries and provided accurate information regarding products and services
- Providing excellent customer service to resolve customer complaints in a timely manner.
- Gathering customer feedback through surveys and used the data to improve customer service.
- Assisting customers with product selection, ordering, billing, returns exchanges and technical support comments for future reference
- Developing strong relationships with customers by providing personalized assistance and support
- Maintaining detailed records of customer interactions, transactions and tracking orders from start to finish to ensure timely delivery of goods or services.
- Promoting high customer satisfaction by resolving problems with knowledgeable and friendly service
- Answering incoming calls and emails, providing frontline customer support or assistance with product and service transactions
- Answering inbound calls, chats and emails to facilitate customer service
- Demonstrating excellent communication skills in resolving product and consumer complaints
- Engaging in conversation with customers to understand needs, resolve issues and answer product questions.
- Check if there is any issue with delivery
- Refund full or half if there is any issue with the order depending on the cases.
Customer Service Representative
Phoneo
Belle Rose, Mauritius
01.2017 - 12.2017
- Make outbound calls.
- Carry out surveys regarding energy consumption heating.
- Act as a liaison, provide/services information, answer questions, and resolve any emerging problems that our customer might face with accuracy and efficiency.
Education
School Certificate
France Boyer De La Giroday State Seconday School
Plaine Magnien, MauritiusSkills
- Appointment Scheduling
- Product Knowledge
- Information Security
- Account updating
- Inbound and Outbound Calling
- Flight booking
- Complaint resolution
- Paperwork Processing
- Scheduling
- Customer Service
- Positive and professional
- Microsoft Excel
- Report Preparation
- Researching
- Customer Education
- Computer Proficiency
- Problem Resolution
- Building rapport
- Problem-solving abilities
- Spreadsheets
- Documentation
- Payment Processing
- Product Sales
- Credit card payment processing
- Customer consulting
- Customer Relations
Languages
English
Proficient
C2
French
Proficient
C2
Timeline
Customer Service Representative
(Aviation)
11.2024 - Current
Customer Service Representative
Movate LTD
06.2022 - 02.2024
Technical Support Agent
Concentrix
11.2021 - 06.2022
KYC Analyst
Concentrix
05.2020 - 05.2021
Customer Service Representative (JustEat)
Concentrix
11.2018 - 05.2020
Customer Service Representative
Phoneo
01.2017 - 12.2017
School Certificate
France Boyer De La Giroday State Seconday School